Quality Monitoring
Quality Monitoring is a process used in customer service centers to evaluate how well representatives interact with customers. It involves listening to or reviewing customer interactions (like phone calls, emails, or chat conversations) to ensure they meet company standards. This is similar to how teachers grade students' work, but for customer service interactions. The goal is to help customer service teams improve their performance and maintain consistent service quality. You might also see this referred to as "Call Monitoring," "QA Monitoring," or "Performance Monitoring."
Examples in Resumes
Conducted Quality Monitoring for team of 25 customer service representatives
Achieved 95% satisfaction rate through Quality Monitoring and coaching
Implemented new Quality Monitoring standards that improved customer satisfaction scores by 30%
Led QA Monitoring initiatives across multiple customer service teams
Typical job title: "Quality Monitoring Specialists"
Also try searching for:
Where to Find Quality Monitoring Specialists
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you design a quality monitoring program from scratch?
Expected Answer: Should discuss creating evaluation criteria, setting up monitoring schedules, establishing scoring systems, developing feedback processes, and training other evaluators. Should also mention how to get buy-in from stakeholders and measure program success.
Q: How do you handle resistance to quality monitoring from experienced agents?
Expected Answer: Should explain approaches to change management, demonstrating value through positive feedback, involving agents in criteria development, and focusing on development rather than criticism.
Mid Level Questions
Q: How do you ensure consistency between different quality monitors?
Expected Answer: Should discuss calibration sessions, standardized evaluation forms, regular team meetings to align on standards, and documentation of guidelines.
Q: What metrics do you typically include in a quality monitoring scorecard?
Expected Answer: Should mention key areas like greeting, problem-solving, communication skills, compliance requirements, closing, and how these align with customer satisfaction goals.
Junior Level Questions
Q: What are the basic elements you look for when monitoring a call?
Expected Answer: Should mention customer greeting, tone of voice, problem resolution, following procedures, and proper call closing.
Q: How do you provide constructive feedback to an agent?
Expected Answer: Should discuss the importance of being specific, balancing positive and negative feedback, and focusing on behaviors that can be improved.
Experience Level Indicators
Junior (0-2 years)
- Basic call evaluation
- Following established monitoring guidelines
- Providing basic feedback
- Understanding of customer service standards
Mid (2-5 years)
- Developing monitoring criteria
- Training and coaching agents
- Analyzing quality trends
- Creating performance improvement plans
Senior (5+ years)
- Program development and management
- Team leadership
- Strategic planning
- Process improvement
Red Flags to Watch For
- No experience with giving constructive feedback
- Lack of attention to detail
- Poor communication skills
- No understanding of customer service metrics
- Unable to explain basic quality monitoring processes
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